Call Center Director (03314)

MAXIMUS (NYSE: MMS), is one of America's leading government services companies devoted to providing consulting, health and human services program management, and information technology services. Since its founding in 1975, MAXIMUS has grown to more than 5,200 employees located in more than 280 offices in the United States, Canada, and Australia. On a number of occasions, MAXIMUS has been selected by Forbes Magazine as one of the Best 200 Small Companies in America, and by Business Week Magazine as one of the 100 Best Hot Growth Small Companies. Additionally, MAXIMUS is included in the Russell 2000 Index and the S&P SmallCap 600 Index.

Job Responsibilities: Oversee four inbound call centers for the Healthy Families and Access to Infants and Mothers Program as well as an outbound call unit Establish and monitor staffing plans, mitigation plans, cost savings plans, quality plans and performance plans in support of optimal performance Work closely with the management in other project departments to ensure efficient and effective internal communication Develop, facilitate and monitor call center corrective, preventative and business process improvement action plans Provide direction and guidance to call center staff, individually and in teams, to achieve project goals Coordinate, direct, and participate in the resolution of all external customer inquiries Oversee reporting and data collection activities associated with the call center to include analysis and trending Meet all standards established for this position as outlined in the contractual agreement with the State of California Managed Risk Medical Insurance Board

Education/Experience :Bachelor's degree from an accredited college or university in management, or a health or social services field; Master's degree preferred Five years of experience in a Call Center management position In-depth knowledge and experience working in a large, high volume, fast paced multi-lingual call center Ability to effectively manage and motivate people and projects Computer literacy and competency with preferred experience with the IEX scheduling tool as well as Nortel telecom solutions Excellent organizational, interpersonal, written, and verbal communication skills Ability to perform comfortably in a fast-paced, deadline-oriented work environment Ability to successfully execute many complex tasks simultaneously Ability to work as a team member, as well as independently Knowledge of ISO 9001:2000 requirements preferred

MAXIMUS recognizes the value of diversity in our workforce, and encourage all qualified candidates to apply. We thank all candidates who choose to apply, however, only those selected for a further interview will be contacted.

 

To apply for this position please click here, click the URL below, or copy and paste the URL into your browser’s address bar: http://jobs.maximus.com/HR/CandidateTracking.nsf/frmApplication?OpenForm&ReqID=03314

 

MAXIMUS is an Equal Opportunity and Affirmative Action Employer, M/F/D/V.

 

No relocation assistance is available for this position.